CX Tip #43: Randomly Call Out to B2B Clients

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CX Tip #43: Randomly Call Out to B2B Clients
(Customer Connectedness)

The law firm Becker and Poliakoff staffs a dedicated client care department and uses those same specially trained employees to proactively contact 2,500 randomly selected clients each year. This continuous feedback process gathers input on the attorney and other service providers involved with the account, along with an open dialogue on how the firm’s professionals are serving them and what the firm could be doing better. Surveys are timed to occur in advance of annual client renewal periods and feedback is provided to both the client relationship manager and practice group leader. These outbound calls have also resulted in the client care team more proactively addressing both minor and major issues. Click for more info

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I am an experience management transformist, helping organizations improve business results by engaging the hearts and minds of their customers, employees, and partners. My "job" is Head of the Qualtrics XM Institute. The Institute is still being established, but our goal is to help organizations around the world thrive by mastering Experience Management (XM). As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. And, as many people know, I love to speak about these topics in almost any forum. Prior to joining Qualtrics, I was managing partner of Temkin Group (leading CX research, advisory, and training firm), co-founder and chair of the Customer Experience Professionals Association (CXPA.org), and a VP at Forrester Research. I'm a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Check out my LinkedIn profile: www.linkedin.com/in/brucetemkin

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